The UVA Health Sciences Library once relied on a traditional reference desk for patron inquiries. This worked well for simple inquires but often fell short for subject-specific questions, as the person at the desk might not be a subject specialist.  In addition, the complexity of the questions were increasing, requiring reference librarians to analyze an ever-expanding amount of knowledge, which was nearly impossible in a reference desk setting.  As a result, the Health Sciences Library gradually replaced the reference desk with a consultation model beginning in 2009. 

A person standing in front of a person at a desk AI-generated content may be incorrect.
CMHSL Reference Desk in Late 1980s

This new service model fit well with the next major service enhancement that occurred in 2017 when the library invested in greater support of UVA Health researchers by hiring data specialists. Services that data specialist provide are inherently intricate and frequently necessitate multiple consultations. 

The consultation model works by having patrons use the Ask Us form available on the library's website. When filing out the form, patrons specify the nature of their inquiry, such as data, information, technology, or room reservation assistance. This categorization ensures that the inquiry reaches the most qualified specialist.

Upon submission, librarians and data specialists receive the request via email and will respond within one business day. While some inquiries can be resolved through email or a phone call, more complex issues may require in-depth consultations. These consultations can be conducted either in the library or via Zoom, depending on the patron's preference and the nature of the inquiry.

A group of people in a library AI-generated content may be incorrect.
AI Generated Using Microsoft Copilot

Meanwhile, the library continues to provide onsite services through its Service Desk and IT teams.  These services are tailored to meet the needs of patrons using the library during the busiest times, 8am to 5pm, Monday through Friday.  Service Desk staff capture non-identifiable patron encounters and use that data to ensure consistency in service and to look for service trends.  By leveraging these data, the library can better anticipate the needs of our patrons and implement proactive solutions that enhance their overall experience at the library.

Leveraging data is playing a major role in the library’s current pursuit of its next service model transition, spearheaded by Dr. David Martin, Innovation and Data Strategy Lead. Dr. Martin and other library staff are exploring how to integrate AI tools and services into library operations. This forward-thinking initiative is set to significantly accelerate the evolution of the library's service model, paving the way for an unprecedented level of creativity and efficiency. The library of tomorrow is being crafted today; a future where AI-powered assistance will likely enhance all facets of library services.